Example
Keys to Management Success: Continual Improvement Management Framework
A continual improvement management framework is usually implemented through a complete, start-to-finish management system, frequently referred to as a “Plan-Do-Check-Act” framework. This framework plays a central role in effective utility management and is critical to making progress on the Attributes.
Continual improvement management includes:
- Conducting an honest and comprehensive self-assessment to identify management strengths, areas for improvement, priority needs, etc.
- Conducting frequent sessions among interested parties to identify improvement opportunities
- Following up on improvement projects underway
- Establishing and implementing performance measures and specific internal targets associated with those measures
- Defining and implementing related operational requirements, practices, and procedures
- Establishing supporting roles and responsibilities
- Implementing measurement activities such as regular evaluation through operational and procedural audits
- Responding to evaluations through the use of an explicit change management process
This “Plan-Do-Check-Act” continual improvement framework is quite effective when applied internally. It can also be enhanced by using gap analysis, establishment of standard operating procedures, internal trend analysis and external benchmarking, best practice review, and other continual improvement tools. The framework can help utilities understand improvement opportunities and establish explicit service levels, guide investment and operational decisions, form the basis for ongoing measurement, and provide the ability to communicate clearly with customers and key stakeholders.
Additional resources on the continual improvement management framework can be found in the EUM Resource Toolbox.
